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HatMarris
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Unreliable Intermittent Wi-fi

Hi

I am having massive issues with my Superhub 3 Wi-fi where the router Wi-fi light goes green, flashes for about a minute then comes back. It happens between 5 and 20 times a day with no particular pattern. Ethernet connections do not appear to go down but all Wi-fi connections (including work PC) lose connection. It is only down for about a minute or two before the hub lights return to normal and everything works until the next time (which may be 2 minutes later or 5 hours later)

I dont know what format I should post any logs in but for reference I have pasted some of my logs here hoping someone from the community or Virgin could help me please

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

659000000

5

38

256 qam

32

2

475000000

3.2

38

256 qam

9

3

483000000

3.5

38

256 qam

10

4

491000000

3.5

38

256 qam

11

5

499000000

3.5

38

256 qam

12

6

507000000

3.5

38

256 qam

13

7

515000000

4.1

38

256 qam

14

8

523000000

4.5

38

256 qam

15

9

531000000

4.5

38

256 qam

16

10

539000000

4

38

256 qam

17

11

547000000

4

38

256 qam

18

12

555000000

3.7

38

256 qam

19

13

563000000

3.7

38

256 qam

20

14

571000000

3.5

38

256 qam

21

15

579000000

3.2

38

256 qam

22

16

587000000

2.7

38

256 qam

23

17

595000000

2.9

38

256 qam

24

18

603000000

3.4

38

256 qam

25

19

611000000

3.4

38

256 qam

26

20

619000000

2.9

38

256 qam

27

21

627000000

3

38

256 qam

28

22

635000000

4.1

38

256 qam

29

23

643000000

5.1

38

256 qam

30

24

651000000

5.1

38

256 qam

31

 

 

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

6508

48

2

Locked

38.6

2571

604

3

Locked

38.9

2426

400

4

Locked

38.6

2899

271

5

Locked

38.6

3214

269

6

Locked

38.9

3158

182

7

Locked

38.6

3087

53

8

Locked

38.9

3292

55

9

Locked

38.9

2735

110

10

Locked

38.6

3762

160

11

Locked

38.9

3360

123

12

Locked

38.9

3761

340

13

Locked

38.6

3649

403

14

Locked

38.9

4434

433

15

Locked

38.9

5471

378

16

Locked

38.9

5878

492

17

Locked

38.6

5418

541

18

Locked

38.9

6073

407

19

Locked

38.9

6910

339

20

Locked

38.9

6866

316

21

Locked

38.6

9719

249

22

Locked

38.9

10211

119

23

Locked

38.9

8493

60

24

Locked

38.9

7074

115

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43100000

43

5120

64 qam

2

2

23600000

42.5

5120

64 qam

5

3

30100000

43.5

5120

64 qam

4

4

36600000

42.5

5120

64 qam

3

5

49600000

44

5120

64 qam

1




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

4

0

2

ATDMA

0

0

5

0

3

ATDMA

0

0

1

0

4

ATDMA

0

0

1

0

5

ATDMA

0

0

2

0

 

 

 

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Gareth_L
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Re: Unreliable Intermittent Wi-fi

Hello HatMarris.

Thank you very much for joining our Community.
Can I just apologise for intermittent connection with your Hub3
We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

 

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Gareth_L
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Re: Unreliable Intermittent Wi-fi

Good morning HatMarris,

Thanks for passing security.

Good to see the technician swapped the hub and checked the cabling.

Plus you haven't had any dropouts afterwards.

How are things looking this morning?

Gareth_L

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HatMarris
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Re: Unreliable Intermittent Wi-fi

Hi Gareth

its only been a couple of days but so far , no more drops since the hub was changed and the cabling checks done. 

All good so far

thank you for your help. It was very valuable and efficient in getting a technician out so quickly. I appreciate that help as it was driving me insane

 

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Natalie_L
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Re: Unreliable Intermittent Wi-fi

Hi HatMarris, 

Thank you for updating the thread and letting us know the issue has now been resolved. 

Please do get in touch if we can assist in the future.

Thanks, 

 

Nat
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